Help
Help centre
Find answers on booking, cancellations, check-in and pass types.
Booking and payment
- Do I pay now?
- It depends on how the hotel takes bookings. Where the pass says "Pay at the hotel", you don't pay now: you send a request, we confirm it with the hotel, and you pay the hotel itself on the day, at the hotel's own price. If the hotel tells us a different price, we tell you before we confirm, so you can decide whether to go ahead. Nothing is charged online. Where checkout takes payment, it says so and shows the total before you confirm.
- When is my booking confirmed?
- For a pay-at-the-hotel booking, we check with the hotel and email you within 24 hours, and no later than 20:00 the day before your visit, to say whether it's confirmed. If the hotel can't take you, we email you that instead, and nothing has been charged. Where a booking is paid at checkout, it's confirmed as soon as payment goes through.
- Do I need an account to book a day pass?
- No — you check out as a guest. As soon as you've booked you land on your booking page with your reference. Use that reference with the email you booked with to find and manage the booking later.
- Is the price I see the price I pay?
- Where checkout takes payment, yes: the total shown is all-in. Where you pay at the hotel, it's the hotel's own price, as the hotel has given it to us. If the hotel tells us a different price, we tell you before we confirm, so you can decide whether to go ahead. Food, drinks and any extras you order once you're there are charged separately by the hotel, unless the pass itself says it includes a credit.
- What happens after I book?
- You land on your booking page with a reference in the form HD-7KQ2M9XA. We email you the details too. Once the booking is confirmed, that page has what you need to show at the hotel. Keep the reference, and you can look the booking up again later from /bookings with the email you booked with.
- Can I change the date on a booking?
- Not directly. Book the new date first, then cancel the old booking from your booking page before free cancellation ends. A paid booking is refunded in full, and a pay-at-the-hotel booking costs nothing to cancel.
Cancellations and changes
- Can I cancel my booking?
- Yes, up until the cancellation cutoff shown on that pass before you booked. Most passes can be cancelled free of charge until 20:00 the day before; some, mostly cabanas, close earlier, at 10:00 the day before. After the cutoff, a paid booking is non-refundable.
- Why do some passes have an earlier cutoff?
- Cabanas and a few other premium passes are held for a set number of guests with limited daily availability, so hotels ask for more notice. The exact cutoff for your pass is always shown before you book, and again on your confirmation.
- How do I cancel a booking?
- Find your booking with your reference and email, then cancel it from there if you're inside the cancellation window.
- How do I cancel a booking I pay for at the hotel?
- Open your booking page (find it with your reference and email). You can withdraw a request there at any time. Once it's confirmed, you can cancel there until the cancellation cutoff shown on the pass. Nothing was charged, so there is nothing to refund. After the cutoff, contact us and we'll let the hotel know.
- Will I get a refund?
- If you paid online and cancel inside the window, you're refunded in full. Once the cutoff has passed, a paid booking is non-refundable, including if you don't show up. If you pay at the hotel, nothing was charged, so there is nothing to refund.
Manage or cancel a booking any time at your booking page.
At the hotel
- What do I need to bring?
- Your booking reference from your booking page (a screenshot or photo is fine) and a photo ID for the person the booking is under.
- Where do I check in?
- At the hotel's front desk, from the pass's start time on your chosen date. Show your reference and ID there and the team will take it from there.
- What's included in my pass?
- Exactly what's listed on the pass before you book. Loungers and towels are typical, and some passes add a food and drink credit. Check the 'what's included' list on the pass itself, since it varies by hotel.
- Can I bring children?
- Check the pass page: every pass says 'Children welcome' or 'Adults only' (some adults-only passes allow ages 16 and up), along with any child pricing.
Pass types and pricing
- What kinds of day pass are there?
- Pool, spa, beach, cabana, fitness and family passes, depending on the hotel. Each pass page lists exactly what's included and for how long.
- How is a pass priced — per person or for the group?
- Most passes (pool, spa, beach, fitness) are priced per person, so the total is the price shown multiplied by your guests. Cabanas and family passes are priced for the whole party instead — one price however many guests the pass covers.
- Do children pay the same as adults?
- On per-person passes that take children, a child price applies where one is shown; otherwise children pay the adult price. Cabanas and family passes are one price for the whole party, children included. Check the pass page for 'Children welcome' or 'Adults only' before you book.
- Do prices change at weekends?
- Some do. Where a pass has a weekend rate, it's applied automatically when you pick a weekend date, before you book. Weekends are Saturday and Sunday, or Friday to Sunday where the pass page says so, and a pass can have its own weekend child price too.
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